Job Purpose:

To provide support to branches to ensure operational procedures and processes are fully geared towards supporting business initiatives in an efficient and risk-free environment. The role also entails identification and remedy of bottlenecks and/or inconsistencies in Service Delivery platforms/ standards to ensure uniform practices across the entire branch network. The job also entails monitoring of some branch operational processes with a view of mitigating some operational risks.

Key Responsibilities:

Branch Support:

• Ensure branch infrastructure requirements and process weaknesses are addressed and meet the minimum standards set by the Bank.
• Responsible for timely identification of discrepancies or inconsistencies in Service Delivery platform/standards and coordinate with relevant units to ensure corrective action is taken in a timely manner.
• Monitor complaints emanating to and from branches for trends and provide reports to relevant units for action.
• Provide a liaison point for co-ordination with external parties i.e. interaction and communication specifically with KRA, CBK and KBA, as well as external audit when necessary.
• Provide a co-ordination point and support for branch-related operations projects including implementation.
• Play a central role in resolution of escalated branch operations related queries (i.e. cash, account opening. clearing etc.) including co-coordinating with other departments for quick resolution.
• Render support in opening of new branches/ Relocation/ Closures to ensure basic minimum requirements are properly and comprehensively covered. Including mock tests where there is data transfer.
• Support branches in emergency situations.
• Annual review of branch cash operating limits.
• End of year write offs/write backs including facilitation for fraud related incidents that require write off.
• Review of Branch Policies and Procedures.
• Cash counts; Branches and Central cash unit (including offsite ATM’s).

Controls testing and Monitoring activities:

• Undertake comprehensive review of actual implementation of the controls in place during branch visits including comprehensive cash and value instruments counts.
• Ensure uniform implementation of procedures/ Controls across all branches.
• Designing of branch controls review kits.
• Review of branch control test reports.
• Effectively monitoring and reviewing of; Time sensitive Head office and Branches reconciliations. (Suspense accounts, Transit accounts) and Various control/exception reports for any discrepancies for timely corrections
• Timely Reconciliation of KPLC, ITAX, Business connect & E-citizen accounts to avoid penalties.

Regulatory Compliance Support:

• Co-ordination of various branch activities including unclaimed assets reporting, responding to UFAA related queries, preparing customer letters and responding to queries raised by UFAA.
• Ensure timely submission of the various regulatory returns i.e. CBK (Schedule D0, FRC (Large cash and heightened activities)
• Timely response of agency notices (including payments where applicable) and other queries by government agencies (KRA, CBK etc.)

Branch support on Audit and Risk related matters:

• Attend Audit Entry and Exit meetings to keep abreast with matters arising.
• In liaison with branch operations managers provide management comments on audit findings with a view to providing practical alternative solutions where standards are deemed to be deficient and suggestions for relevant remedial actions.
• Coaching and mentoring of the Branch Operations team to address specific weaknesses noted through direct interaction or matters arising from Audit reports.
• Identify common weaknesses arising from Branch Audits and assess implications from an operations perspective. Consider action required arising there from and ensure uniform application across all branches. This may require change of procedures, review of controls or need for sensitization or training.
• Responsible to prompt, based on changes, audit findings or other needs identified, the review of processes and procedures, and also dissemination of any new procedures/controls or guidelines to relevant staff members for uniform implementation across branches.
• Review of all outstanding Business support related Audit Corrective plans and ensure that they are closed on time. Escalate to Head of Business support for exceptions.

Branch MIS and reports:

• Preparation of Branch MIS reports and provide recommendations with regards to: Branch staffing requirements and decisions, Branch operating hours, Customers that can be moved to channels.
• Preparation of daily executive reports; Outward payments and liquidated deposits.

Academic Qualifications:

• Bachelor’s degree in business, Banking or related field.

Work Experience:

• At least 4 years relevant experience in a similar role in a similar sized organization.

Skills & Attributes:

• Planning & Organizational skills.
• Analytical skills and attention to detail.
• Strong oral and written communication skills.
• Interpersonal skills to manage stakeholders at all levels.
• Excellent judgment and analytical abilities and impeccable integrity.
• Strong commercial awareness and an ability to connect to business goals.

• Ensure branch infrastructure requirements and process weaknesses are addressed and meet the minimum standards set by the Bank.
• Responsible for timely identification of discrepancies or inconsistencies in Service Delivery platform/standards and coordinate with relevant units to ensure corrective action is taken in a timely manner.
• Monitor complaints emanating to and from branches for trends and provide reports to relevant units for action.
• Provide a liaison point for co-ordination with external parties i.e. interaction and communication specifically with KRA, CBK and KBA, as well as external audit when necessary.
• Provide a co-ordination point and support for branch-related operations projects including implementation.
• Play a central role in resolution of escalated branch operations related queries (i.e. cash, account opening. clearing etc.) including co-coordinating with other departments for quick resolution.
• Render support in opening of new branches/ Relocation/ Closures to ensure basic minimum requirements are properly and comprehensively covered. Including mock tests where there is data transfer.
• Support branches in emergency situations.
• Annual review of branch cash operating limits.
• End of year write offs/write backs including facilitation for fraud related incidents that require write off.
• Review of Branch Policies and Procedures.
• Cash counts; Branches and Central cash unit (including offsite ATM’s).
• Undertake comprehensive review of actual implementation of the controls in place during branch visits including comprehensive cash and value instruments counts.
• Ensure uniform implementation of procedures/ Controls across all branches.
• Designing of branch controls review kits.
• Review of branch control test reports.
• Effectively monitoring and reviewing of; Time sensitive Head office and Branches reconciliations. (Suspense accounts, Transit accounts) and Various control/exception reports for any discrepancies for timely corrections
• Timely Reconciliation of KPLC, ITAX, Business connect & E-citizen accounts to avoid penalties.
• Co-ordination of various branch activities including unclaimed assets reporting, responding to UFAA related queries, preparing customer letters and responding to queries raised by UFAA.
• Ensure timely submission of the various regulatory returns i.e. CBK (Schedule D0, FRC (Large cash and heightened activities)
• Timely response of agency notices (including payments where applicable) and other queries by government agencies (KRA, CBK etc.)
• Attend Audit Entry and Exit meetings to keep abreast with matters arising.
• In liaison with branch operations managers provide management comments on audit findings with a view to providing practical alternative solutions where standards are deemed to be deficient and suggestions for relevant remedial actions.
• Coaching and mentoring of the Branch Operations team to address specific weaknesses noted through direct interaction or matters arising from Audit reports.
• Identify common weaknesses arising from Branch Audits and assess implications from an operations perspective. Consider action required arising there from and ensure uniform application across all branches. This may require change of procedures, review of controls or need for sensitization or training.
• Responsible to prompt, based on changes, audit findings or other needs identified, the review of processes and procedures, and also dissemination of any new procedures/controls or guidelines to relevant staff members for uniform implementation across branches.
• Review of all outstanding Business support related Audit Corrective plans and ensure that they are closed on time. Escalate to Head of Business support for exceptions.
• Preparation of Branch MIS reports and provide recommendations with regards to: Branch staffing requirements and decisions, Branch operating hours, Customers that can be moved to channels.
• Preparation of daily executive reports; Outward payments and liquidated deposits.

• Planning & Organizational skills.
• Analytical skills and attention to detail.
• Strong oral and written communication skills.
• Interpersonal skills to manage stakeholders at all levels.
• Excellent judgment and analytical abilities and impeccable integrity.
• Strong commercial awareness and an ability to connect to business goals.

• Bachelor’s degree in business, Banking or related field.